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Providing a global, integrated CRM/Order
Processing Solution for Eurofins MWG
Operon US
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“After screening approximately ten CRM
packages and implementing a detailed
evaluation on our top five choices, we
selected Soffront. Soffront fulfilled all of
our requirements better than any other
solution. Additionally, we enjoyed a
pleasant, reliable relationship with
Soffront support during the entire
evaluation period.”
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Martin Kunz,
Chief Technology Officer,
Eurofins MWG Operon US
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Business Challenge:
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Replace existing ordering process with global,
integrated CRM software
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Customize software to meet needs without paying
for an expensive customized solution
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Automate orders to save time and provide more
accurate data
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Find an effective solution that provided
flexibility, customization, and robust features
at a reasonable cost
Solution:
Benefits
Achieved:
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Increases customer information and access with
one corporate-wide resource
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Reduces manual process, saves time
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Streamlines processes and improves workflow
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Compiles more accurate data for reporting and
analysis
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Replaces the full-time equivalent of two people
in order processing
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Saves approximately $100,000 per year
Eurofins MWG Operon US is an international provider
of genomic services established around the core
business lines DNA sequencing and oligonucleotides.
In 2007 MWG Biotech and Operon Biotechnologies built
a joint venture to become Eurofins MWG Operon, the
new global leader for oligos and sequencing. The
company’s main mission is focused on customer
convenience and high quality services in industrial
scale for the life science industries and academic
research institutions around the world.
Since 2006 Soffront CRM has provided one of the
companies in the group, Operon, with a complete CRM
and order processing solution. Operon’s marketing,
sales, and customer service departments are using
the software for numerous global activities such as
accessing comprehensive customer history records,
integrating reports, exploring data mining
possibilities, and implementing sales and marketing
campaigns.
Choosing the best CRM
solution
“After screening approximately ten CRM packages and
implementing a detailed evaluation on our top five
choices, we selected Soffront,” explained Martin
Kunz Chief Technology Officer at Eurofins MWG Operon
US. “Soffront fulfilled all of our requirements
better than any other solution. Additionally, we
enjoyed a pleasant, reliable relationship with
Soffront support during the entire evaluation
period.”
To provide a complete companywide solution, Operon
purchased numerous modules of the Soffront CRM
product suite. The modules included customer
service, customer portal, marketing automation,
direct mail campaign, sales force automation,
employee helpdesk, and defect tracking.
According to Kunz, the biggest advantages of
Soffront CRM over competing products were its price
and flexibility. “Soffront CRM is priced within our
budget and is extremely flexible. It provides us
with all of the benefits of a standard software
package, combined with the flexibility needed to
implement all necessary customizations and
specifications,” explained Kunz. “The possibilities
of the product are amazing.”
Kunz continued, “At installation, we had high
expectations for the software. We anticipated that
Soffront CRM would have a positive impact on our
churn rate, new customer growth rate, and total
customer satisfaction. In addition the management
and top management was anticipating a tremendously
improved system for analysis and decision making.”
Cost saving results
Operon was not disappointed, as money and time
saving results came quickly. “After just five
months, we had automated 70% of all orders,” Kunz
explained. “Previously, we manually mapped
everything between our website and our order entry
system, which wasted time and money.”
Kunz went on to say that they migrated thousands of
accounts to the Soffront system. “We now have much
cleaner data for reporting and analysis. The
software allows us to save the full-time equivalent
of two people in order processing. All total, I
would estimate that Soffront saves us approximately
$100,000 per year.”
About Soffront
Soffront Software Inc. has experience, technology,
and focus for mid market companies seeking CRM
solutions. A pioneer of CRM since 1992, Soffront
offers end-to-end, fully integrated CRM solutions
spanning sales, marketing, customer service and
employee help desk. With more than 500 CRM customers
worldwide, Soffront’s installed base includes
Fortune 500 companies, midsized businesses, federal,
state, and local governments. Soffront is privately
held, debt-free, and profitable.
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